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In a Poor Economy, Customer Experience is Job #1

 Presented By: Forrester

Forrester Research just evaluated 29 vendors in the Forrester Research Customer Service Software Solution WAVE. But before a company even thinks about a software vendor, they must define their customer strategy and customer experiences. While starting with customer strategy may not be the customary way of choosing technology, maybe its time for a shift? Choose your customer experience strategy, then take a look at the research to compare the vendor’s capabilities to deliver on those experiences.

Dr. Natalie L. Petouhoff is a Senior Analyst at Forrester Research covering Customer Service, Customer Experience and Contact Centers . You can reach her at npetouhoff@forrester.com

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